6 months - a year long contract.
The Information Services Division (ISD) is looking for a highly motivated individual to join our teamas a Service Desk Analyst. This position works in a call center environment providing technicalassistance to customers on agency issues, service, network, and/or computer hardware andsoftware issues, providing basic level troubleshooting to uncover known issues. Major duties andresponsibilities include but are not limited to:
- Work in a call center environment to provide technical assistance to customers on agency issues, services, network, and/or computer hardware and software issues.- Provide basic level troubleshooting to uncover known issues. Identify trends or patterns in reported issues.- Provide answers to simple, frequently asked questions to achieve first level resolution.- Resolve customer computer issues over the phone and refer the issues to second level technical support as necessary.- Create trouble tickets then update and close them with resolutions. Work closely in conjunction with Desktop and Network administration teams.- Be the primary customer contact for status of assigned tickets.- Update and maintain issues knowledge base as appropriate.
KNOWLEDGE, SKILLS AND ABILITIES:- Comprehension of the operation of wide-area and local-area networks, terminal services and network architecture and how it relates to personal computer operation.- Detailed operational knowledge of various software products in use (Chrome, G-Suite, Word, Excel, PowerPoint, Internet Explorer, etc. and how the software applies to business applications.- Demonstrated skill in analyzing and resolving complex computer systems problems (software and hardware).- Experienced in communicating effectively, both orally and in writing.- Interview techniques to guide user in fully describing problem and prevent a mis-diagnosis.- Principles and operations of personal computers and network hardware.- Demonstrated ability to deal with people in a manner which shows sensitivity, tact and professionalism.
SELECTIVE PREFERENCE(S):- One to three years of on-the-job training related to Desktop / LAN system administration and troubleshooting.- At least one year of job experience in a technical support position (Help Desk).- Formal training or certification in the areas of software applications, network systems administration and/or computer.- Reading publications, periodicals and trade journals to maintain skills.